Parts & Service Warranty Manager
| Company | CNH Industrial |
|---|---|
| Location | Lancaster, PA, USA, Saskatoon, SK, Canada, Western Springs, IL, USA, Ames, IA, USA, Racine, WI, USA |
| Salary | $105750 – $141000 |
| Type | Full-Time |
| Degrees | Bachelor’s, Associate’s |
| Experience Level | Senior |
Requirements
- Bachelor’s Degree in Engineering, Business Administration, or Agricultural Sciences and 7+ combined years of experience in any combination of the following areas: warranty, quality, equipment dealer inquiry or call center roles, equipment remarketing, after sales &/or service.
- In lieu of Bachelor’s Degree will consider Associates Degree in a related field and 10+ years of combined experience in any of the following: warranty, quality, equipment dealer inquiry or call center roles, equipment remarketing, after sales &/or service.
- 2 years’ experience reading dealer technical repair information requests
- Daily experience working within SAP applications and Microsoft Office Products (Excel, Word, Power Point)
- 5+ years of dealer facing roles within CNH and externally with other brands.
Responsibilities
- Provide vision and direction to drive execution of the North America AG Warranty Team with a service and customer-centric approach
- Lead a team of 5 direct-employees and a team of contract claim assessors to adjudicate warranty claims for the agriculture segment and support the administrative needs of the Construction segment
- Review and decision adjudicated, high-dollar Delegation of Authority (DOA) claims, exceptional and escalated failures, communicate warranty decisions to key stakeholders
- Provide hands-on support for dealers and claim assessors by interpretation of warranty policy, implementation of standardized best practices for claim adjudication processes, improve quality and consistency for dealers and claim assessors
- Ensure Key Performance Indicators are monitored and analyzed to ensure operational targets are achieved through data analysis
- Collaborate with global regions on project planning from blueprint design to implementation
- Maintain system functionality for North America in conjunction with global SAP Systems Governance and ICT to meet dealer needs and CNH financial controls
- Drive administration of warranty policy in conjunction with commercial brands, warranty claim audits, technical instruction on warranty claims
- Engage with Product Quality, Commercial Brands, Construction Segment, Supplier Warranty Recovery, Finance on administration of warranty policies to enhance dealer claim submission experience.
Preferred Qualifications
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No preferred qualifications provided.